SUPPORT

SUPPORT & CONTACT

Phone

CALL 99-FIBER
337-993-4237

Hours

Ordering & Billing

Mon-Fri : 8:00am-7:00pm
Sat: 8:00am-5:00pm

Tech Support

24 / 7

Mailing

Payments

P.O. Box 4030-C | Lafayette, LA 70502

General

P.O. Box 61490 | Lafayette, LA 70596

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   Service Centers

1875-B W. Pinhook Road
Lafayette, LA 70508

Mon-Fri : 8:00am-5:00pm

2701 Moss Street
Lafayette, LA 70501

Mon-Fri : 8:00am-5:00pm

QUICK F.A.Q.

Common Support Questions


What is Fiber-To-The-Home technology?

Fiber-To-The-Home (FTTH) technology is the delivery of information through pulses of light over a fiber optic network directly to the end-user. No other technology can match the extreme amount of information delivered by a 100% fiber optic system. LUS Fiber is the first community-owned 100% fiber optic network in Louisiana, and the only 100% fiber optic network in Lafayette.


How is Fiber-To-The-Home (FTTH) technology different than what I have now?

It’s all in the infrastructure. LUS Fiber offers a 100% fiber optic connection to every home and business in the city, while companies using partial fiber systems still rely on copper wire to deliver signals over extended distances, leading to poor signal quality. Only a FTTH network can carry high bandwidth signals over long distances using light, which has no interference issues and will deliver superior products.


Why do I need fiber optic technology when the signals travel over my existing wiring once the information reaches my house?

Copper cabling is an efficient means of delivering information over very short distances. However, networks that rely on partial fiber-to-copper infrastructure are subjected to extreme bottlenecking of information due to a limited amount of available bandwidth. They are susceptible to interference of radio frequencies (RF) and must continuously “refresh” or strengthen the signal to deliver it to the consumer’s home. FTTH networks have virtually limitless bandwidth, which allows free flowing of information at the speed of light. Signals over fiber can travel greater distances without having to be refreshed and are not subject to RF interference.


How do I know if LUS Fiber is available in my neighborhood?

To find out if LUS Fiber services are available to your area, use our Service Finder


Will you be digging in my yard?

LUS Fiber will avoid disturbing yards as much as possible. In areas where fiber optic lines must be placed underground, LUS Fiber will be digging in your yard.


What equipment will be installed at my home? Will I have to rewire my house? What will that cost?

The fiber optic lines will connect to an Optical Network Terminal (ONT) attached to your home that contains the connections to utilize your home's existing telephone and TV wiring. A standard service installation will be included with the purchase of services.


Does LUS Fiber Internet service include Internet security?

Yes, LUS Fiber Internet services include the award-winning ZoneAlarm security suite, at no additional charge.


Will my telephone service still work if the power goes off?

During an electric power failure, the telephone service delivered over the LUS Fiber system will rely on an LUS Fiber-installed battery adjacent to the Optical Network Terminal (ONT) attached to your home. Your telephone service will be available for limited emergency use from this battery. LUS Fiber provides a Backup Battery Unit (BBU) that is designed to provide temporary power, up to 8 hours or more, for your voice and other services when electrical power in your home or business is lost.


Will my current telephone still work on the LUS Fiber system?

Yes, your existing telephone will work on the LUS Fiber system and you can keep your same telephone number. The LUS Fiber system is also working to provide you with the flexibility to use advanced telephone products, such as an IP (Internet Protocol) telephone.


Will I be able to call Emergency 9-1-1 using LUS Fiber's telephone service?

Yes, you will be able to call Emergency 9-1-1 using LUS Fiber's telephone service.


How will I know if the telephone Backup Battery Unit (BBU) is working properly?

Please refer to the LUS Fiber Customer Backup Battery Policy which can be found at lusfiber.com for instructions on how to monitor your LUS Fiber BBU.


What should I do if I have concerns with how my phone records are handled?

If you have concerns that your telephone records have been inappropriately handled, you can report it to the FCC. Click here for instructions from the FCC.


I am experiencing issues with my Closed Captioning, what should I do?

If you are experiencing technical issues with Closed Captioning, you can report it to the FCC. Click here for instructions from the FCC.


Will my LUS Fiber service charges be on the same bill as my current LUS utility bill?

No. Your LUS Fiber services (Video, Internet and Telephone) will be billed separately from your existing electric, water and wastewater bill.

WEBMAIL

Common Support Questions



With an LUS Fiber email account you will be able to send and receive email from any computer or device (including smartphones and tablets). This means that you will enjoy access to your email when at home or traveling. In addition, your messages and contacts will be stored safely on our network, and you will have plenty of storage available. Our easy-to-use email service is upfitted with the kinds of features necessary to keep you communicating efficiently.


What must I do to set up my LUS Fiber email service?

Your email is already setup. If you don't know your email address and password, please call 99-FIBER (993-4237). From a personal computer, you simply need to login to the App Portal with your full user@lusfiber.net email address in the Username field and your Password.


What if I have some questions about email use?

Call Customer Service at 99-FIBER (993-4237) if you have questions at any point in this process. They are available to assist you 24/7.


How do I check my @lusfiber.net email?

Call us at 99-Fiber for asstiance in setting up your account on your phone, tablet, or desktop software. You can also check it on the web from our App Portal


Where is my spam (junk mail) stored and how do I access it?

Please refer to our SPAM FAQ page to get all of your junk mail questions answered.

MANUALS & DOCS

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